The Hartford Director, Customer Experience MgmtClaims in HARTFORD, Connecticut

Title: Director, Customer Experience MgmtClaims

Location: United States-Connecticut-Hartford

Job Number: 1700274

Director, Customer Experience Management - Claims


The Director is responsible for collaboratively identifying and implementing service improvements in customer experiences through digital and non-digital solutions in order to drive Claim service improvement (Loyalty), generate efficiency, and positively impact loss costs. This individual will work closely with business segment and enterprise customer experience leaders to ensure alignment with end to end customer experience across the insurance lifecycle. He/She will focus on improving those interactions (and pushing on the underlying processes) that negatively impact the customer experience. The successful candidate will also explore opportunities to design and launch new capabilities including digital.

This individual will cultivate voice of the customer from internal and external sources as well as research new and emerging digital capabilities within the Claim industry in order to identify and prioritize opportunities. This will include establishing and refining a short and long term strategic roadmap. In driving the strategic roadmap, he/she will work with senior business leaders and teammates across functions, and utilize Customer Experience Management, Innovation and Design Thinking approaches to accelerate the adoption of practical changes in Claims.


Key Relationships:

 Reports to the AVP, Claims Customer Experience.

 A key leader in the Claims servicer solutions; thought leadership, digital and non-digital, multi-channel design, development and implementation.

 Engages with multiple LOB business leaders (National, Group Benefits, Consumer, Commercial lines) and peers to develop and establish strategic programs and corresponding Claims customer service roadmaps that build competitive advantage and improve Claims service delivery.

 Develops partnerships - ability to build cooperative, productive relationships with internal clients and vendors and interact effectively with all levels of management.

 Will collaborate across the functions supporting the business to improve scores.

 Will not have any direct reports at this time, but opportunities for advancement exist if role expands.

Success will be measured by performance on these factors:

 Identification and installation of multi-channel Claim experience improvement opportunities

 Driving implementation of those changes through existing channels.

 Improved: NPS, efficiency and loss costs.


Experience & Skills

*Position will ideally be located in Hartford, yet can be flexible to remote location depending on level of experience


 Track record and prior experience leading the creation and execution of integrated customer experience capability roadmap.

 Understanding of the digital environment and evolving service tools and platforms used to improve online presence.

 Able to translate Net Promoter Score (NPS) and other satisfaction, loyalty and other research into practical and prioritized changes to improve scores.

 Demonstrated success experimenting with new approaches and technology.

 Able to build collaborative relationships across roles and functions to identify, prioritize and action meaningful customer experience improvement opportunities.

 Practical problem solver that is experienced using customer experience management tools to identify practical paths to improving customer experiences.

 Goal oriented and results focused - able to design and execute a plan that delivers improved results this year.

 Strong project management skills and execution orientation to keep projects and teams focused on improvement tasks and deliverables.

 Able to create a significant presence in the organization – a beacon for employee enthusiasm and support for delivering on customer value part of our mission statement.

 Demonstrated ability to persuade, negotiate with and influence others to drive change and achieve desired outcomes required.

 Successfully work with groups and individuals by demonstrating patience, openness and adaptability to different styles.

 Passionate, energetic and enthusiastic to drive for results.

 Work effectively at multiple levels of the organization.

 Excellent relationship building, interpersonal and influence skills with internal partners and colleagues.

 Comfortable with ambiguity.

 Consistent display of critical and strategic thinking.

 Creative problem solver.

 Ability to manage multiple competing priorities in a fast paced environment

 Undergraduate degree required.

Behaviors at the Hartford

• Deliver Outcomes – Demonstrate a bias for speed and execution that serves our shareholders and customers

• Operate as a Team Player – Work together to drive solutions for the good of The Hartford

• Build Strong Partnerships – Demonstrate integrity and build trust with others

• Strive for Excellence – Motivate yourself and others to achieve high standards and continuously improve

The Hartford is an Equal Employment Opportunity and Affirmative Action Employer.

The Hartford maintains a drug-free workplace.

Committed to Building Inclusion and Leveraging Diversity


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